AI Solutions Specialist

11 hours ago

Melbourne, Victoria, Australia beBeeArtificialIntelligence Full time $120,000 - $180,000
Artificial Intelligence Expert

Mantel is a technology consulting business with capabilities across Cloud, Digital, Data, Delivery & Security. We have experienced remarkable growth across Australia & New Zealand and are recognised as a Great Place to Work for 6 years in a row.

As a principle-based organisation, we focus on our five principles and trust you to get the job done. Our flat structure means no hierarchy, giving you the freedom to excel.

Client Experience Team Overview

The Client Experience team works closely with clients to understand their business needs and wants. They bring the best of Mantel's value propositions to add value above and beyond.

Role Summary

This role focuses on providing delivery and pre-sales support for AI-powered contact centre solutions. As a primary technical SME, you'll design comprehensive AI solutions, understand technical requirements, analyse existing client technology, develop architectural blueprints, create design documents, prepare and deliver demonstrations, and coordinate with cross-functional teams.

You will become an expert on leading AI platforms, act as a customer advocate, and serve as a technical SME for delivery teams.

Day-to-Day Responsibilities
  • Provide expert pre-sales and project delivery support for AI-powered contact centre solutions.
  • Act as a primary technical SME throughout the entire pre-sales and delivery lifecycle.
  • Map complex client business and technical challenges within contact centre operations.
  • Thoroughly understand technical requirements for proposed solutions.
  • Analyse clients' current contact centre technology landscape and ongoing projects.
  • Develop architectural blueprints for client implementations.
  • Create detailed design documents outlining the configuration of AI solutions.
  • Prepare and deliver compelling demonstrations and proofs-of-concept of AI solutions.
  • Coordinate seamlessly with cross-functional teams.
  • Become the resident expert on the capabilities of various leading AI platforms.
  • Act as a trusted customer advocate.
  • Serve as a technical SME for partner solution architects and delivery teams.
Requirements and Qualifications
  • Strong background in technologies that deliver tangible value by impacting operational business processes within contact centres.
  • Experience as a sales engineer or solution architect, specifically within the contact centre conversational AI sector.
  • Deep expertise and hands-on experience with leading contact centre platforms and conversational AI technologies.
  • Strong understanding of contact centre telephony infrastructure, routing, IVR systems, and omnichannel communication strategies.
  • Solid understanding of cloud infrastructure and experience designing and implementing solutions deployed within these environments.
  • Practical experience with Large Language Models and Generative AI, particularly in their application to contact centre use cases.
  • Proficient in scripting/programming languages for integration, prototyping, and demonstration purposes.
  • Proven track record in enterprise solution pre-sales or consulting.
  • Passionate about leveraging AI to solve complex business problems and improve customer and agent experiences.
What You Can Expect from Us
  • Support your career development and offer internal opportunities across different areas of the business.
  • Provide all necessary tools to hit the ground running.
  • Believe in unique experiences for all and offer flexible working arrangements.
  • Support your wellbeing at work through leading practices on flexible work, parental leave, family care, and family wellbeing.
  • Value a diverse workplace and encourage people from all backgrounds and minority groups to apply.

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